Sales Training Course in Flushing, Queens, New York - Telecom Institute of New York

Prerequisite Courses:None

Length:40 hours

Module 1 : Introduction to Sales

Unit 1: Introduction to Sales

a. What is the “Power of Sales”
b. Goods Exchanged
b. Customer Experience

Unit 2: Sales & Retail in America

a. History of American sales & growth through 2018
b. Five Generations of Sectors (use WSJ video ”A Brief History Of Retail”)
c. Main Street
d. Mom & Pop Stores
e. Shopping Malls
f. Category Killers
g. Super Stores
h. E-Commerce
i. The History Of Communication
j. What were ways wireless communication was used during WW1 & WW2
k. Retail Transition In America, Japan, China, United Kingdom

Module 2: Introduction of the wireless carriers

Unit 1: Introduction of the wireless carriers

a. T Mobile, Sprint, ATT, Verizon
b. Activity: Research history of each carrier and what made them into existence
c. Why that Carrier?
d. The “Customer”
e. Five generations now working side by side
f. Traditionalists
g. Baby boomers
h. Generation X
i. Millennial
j. Generation 2020
k. Human Element
l. What is the wireless customer?
m. Be nice & Courteous
n. Be knowledgeable
o. Take care of what I asked
p. Make me feel valued & important
q. How people use wireless technology
r. What does it mean to be human?
r. Genuine Intent
s. Tone & Body language
t. Understand customer empathy
u. Eye contact, human genuine, smile
v. What Are the Customer Emotions
w. Upset
x. Concerned
y. Good mood
z. Customer Interactions Scenarios
a1. Service related issues
b1. Sales
c1. Combined situations
d1. Repairs
e1. Bill related
f1. Understanding the customer cues
g1. (Examples & Activity for Customer Cues inserted here)

Unit 2: CONNECTING

a. Understanding the elements of the Initial Conversation and Listen
b. Acknowledge the key asks
c. Lead the conversation
d. What do you do to bring down “THE WALL” of the customer
e. Align with customer level of interaction (excited/happy; concerned/direct)
f. Empathize and Apologize
g. Find items to “Break the ice”
h. How to identify the customer immediate need:
i. Advises directly
j. Explains a scenario without a resolution
k. Inquiries about contract end dates or Upgrade dates

Module 3: DISCOVERING

Unit 1: DISCOVERING

a. How customers use wireless technology?
b. Understanding the customer dynamic for 2018 and beyond

Unit 2: In-store discovery action items

a. Addressing the immediate concern (Utilizing Account Information to uncover)
b. Keeping the conversation and responding to customer queues (Being Organic)
c. How do you develop trust in this phase?
d. How does this look like?
e. Elements of Discovery

Module 4: Earn the Business

Unit 1: RECOMMENDATION

a. Show the solution
b. Include the carrier advantages as part of the solution
c. How it helps the customer’s underlying needs
d. Involve the client
e. What’s the right way / What’s the wrong way

Unit 2: Steps in presenting solution

a. What it is? What is does?
b. Put the solution in the customer’s hands and involve them
c. Position the value
d. Check the customer’s pulse/acceptance
e. Understanding customer Buying Signs
f. Positive
f. Neutral or Negative
f. Smiling
f. Frowning
f. Nodding
f. Arms crossed
f. Not engaged

Unit 1: LET’S FINISH/CLOSING

a. What is the closing of the sale
b. Asking for the business
c. Checking for acceptance
d. Moving on to the next step of the process
e. Celebrating the success & reinforce their decisions
f. What is Post Sale Support?
f. Setting the customer up for success
f. Understanding the digital platform (Carrier Specific)
f. What is the value?
f. Customer Service contact number VS. Mobile Support
f. Proper follow-up
f. What are the elements in creating Loyal Customers
f. Enjoyable Experience
f. Efficient Product Knowledge
f. Post Sale support
f. 1 – 2 day Follow-up
f. Expectation setting of Customer Bill
f. Understanding in explaining Carieer Bills

Module 5: Career Development

Unit 1: At the end of the unit, students will be able to demonstrate the following tasks.

a. Prepare the resume and cover letter
b. Able to search jobs online
c. Ready to face the interview

Telecom Institute of New York

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